Progyny Care Advocate

Progyny, Inc.•New York, NY

1d•Hybrid

About The Position

The Progyny Care Advocate (PCA) plays a critical role in supporting members throughout their family-building and women’s health journeys. In this role, you will leverage your customer service expertise and patient care experience to deliver a high-touch, concierge-level member experience across phone, email, and secure messaging channels. PCAs are responsible for onboarding new members to the Progyny benefit and guiding existing members through their personalized care journeys. This includes helping members understand and maximize their benefits across fertility, preconception, menopause, pregnancy, and postpartum care. This is a highly detail-oriented, administrative contact center role that requires exceptional organization, strong prioritization skills, and the ability to manage multiple member interactions in a fast-paced environment. Progyny (Nasdaq: PGNY) is a global leader in women’s health and family building solutions, trusted by the nation’s leading employers, health plans and benefit purchasers. They envision a world where everyone can realize dreams of family and ideal health. Their benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs. Their mission is to empower healthier, supported journeys through transformative fertility, family building and women’s health benefits. Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC.

Requirements

2+ years of experience in a contact center environment, preferably within healthcare, insurance, or patient services.
Knowledge of the fertility and women’s health landscape, including common procedures and patient care pathways, required.
Exceptional customer service and communication skills, with the ability to explain complex information clearly and concisely.
Strong interpersonal and conflict-resolution skills with a member-first mindset.
Ability to prioritize competing tasks and manage multiple workflows in a fast-paced environment.
Highly organized with strong attention to detail.
Comfortable working independently and exercising sound judgment.
Must be willing to work a 12:00 PM – 9:00 PM EST shift
Candidates must be based in the United States.
Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.

Responsibilities

Own the member relationship by educating members about Progyny and their personalized benefits, empowering them to make informed decisions and optimize their care journey.
Onboard new members by capturing demographic information, confirming eligibility, and providing detailed benefit guidance using internal systems and resources.
Deliver concierge-level member support through phone, email, and secure messaging interactions.
Respond to member inquiries with empathy and accuracy, providing high-quality solutions to meet member needs.
Partner cross-functionally with internal teams to resolve complex inquiries, escalations, and member issues.
Serve as a liaison between members and fertility clinics, including assisting with appointment scheduling and care coordination.
Maintain accurate documentation and demonstrate strong attention to detail when managing member cases.
Participate in ongoing learning and development opportunities to deepen expertise and contribute to continuous improvement

Benefits

Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents’ Employee Affiliation Group
Menopause and midlife care
Health, dental, vision and life insurance options for employees and family
Free in-person, virtual and text-based mental health and wellness support
Paid time off, including vacation, sick leave, personal days and summer flex time
Company equity
Bonus program
401(k) plan with company match
Access to on-demand legal and financial advice
Learning and development programs to help you grow professionally and a mentorship program
Company social events to include annual volunteer day and donation matching
Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office